Survey app user token

The main thing that the Survey app's placeholder {{dc.survey_app_snippet}} does is to place some HMTL into your trigger to ask for a score from 0 - 10. Simple right? Well not exactly, there's a little more to it than that...

In order to make sure a customer can only rate their own tickets (ie. the rating is secure), the survey app stores a user token on an invisible user field. The way that it does this is that when a ticket gets created or updated, the survey app will check the user and make sure they have a token. If they don't, then at this point it generates one and adds it to the user.

So when the survey is sent, the magical placeholder pulls in that token and uses it as part of the 0-10 links so that SweetHawk servers know what ticket is being rated and who is rating it.

The thing to note here is around how a user is assigned a token. As mentioned above, this takes place on any ticket update. But, if the first update of the ticket triggers the survey to be sent (eg. you create a ticket and mark it solved at the same time) then the app has not had a chance to grant the token, and so while the person filling out the survey will not notice any difference, the results of the survey will not be recorded.

This is something to consider when you first start using the app, since you'll have a lot of tickets in all different states. For some of them, the very next update will be the trigger or automation that sends the survey. So you might consider running a global automation that updates all existing tickets in some way (eg. adding a tag). This will guarantee that all users who have an unclosed ticket will have a token and when they fill out the 0-10 survey, their survey results will be recorded.